Community Manager

About the role

The Community Manager holds full ownership and accountability for the Customer Service Department's performance, budget and strategic direction, acting as the senior representative of the community team to the Community Director, clients and key stakeholders. The role leads and develops the Assistant Manager and Team Leader tier, sets departmental policy and service standards, and drives the annual planning, resourcing and continuous-improvement agenda for the community function. Combining strategic leadership with ultimate accountability for escalation, governance and stakeholder relationships, the role safeguards service excellence, budget performance and client satisfaction across the department, while shaping its long-term capability and direction.

Responsibilities

• —Lead and take full accountability for the operations of the Customer Service Department, directing Assistant Managers, Team Leaders and Community Executives to ensure adequate coverage, resource planning and consistent service standards across all shifts and sites.
• —Set the department's workforce and resourcing strategy, including headcount planning and structure across Assistant Managers and Team Leaders, ensuring capacity aligns with business growth, service demand and SLA commitments.
• —Define and own the department's quality-assurance policy and framework, ensuring Assistant Managers and Team Leaders execute regular audits and spot-checks on 'Interactions' and 'Service Requests' records, and sponsoring process improvements and corrective action plans arising from audit findings.

Requirements

• —Graduate with bachelor's degree
• —Minimum 9-10 years' customer service experience, including at least 5-6 years in a departmental or multi-team management role, with demonstrated experience owning budgets and strategic plans.
• —Fluent in English & Arabic – write, read and speak.
• —Excellent communication, executive stakeholder management and conflict-resolution skills, with the ability to represent the department to clients, senior management and the Community Director.